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Critical-to-Quality refers to measurable customer requirements of a process. As an example, if timeliness is important then it may be critical-to-quality for a customer to experience a total lead time of no more than 2 hours.

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Elisabeth Swan

Elisabeth is a Master Black Belt at, the co-author of The Problem-Solver’s Toolkit and co-host of the Just-in-Time Cafe. For over 30 years, she's helped leading organizations like Amazon, Charles Schwab and Marriott International, Inc. build problem-solving muscles with Lean Six Sigma to achieve their goals.
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